The health care industry in Nigeria is increasingly grappling with challenges of meeting end users’ requirements and expectations for quality antiretroviral therapy (ART) service provision. This study sought to explore and describe the quality of antiretroviral therapy in public health facilities in Nigeria and the perceptions of the end users. A descriptive qualitative research design was used in the study in order to generate ideas from end users for improving quality of ART service provision, and prompt additional research activities. Unstructured focus group discussions were conducted with end users (n=64) in 6 locations across the 6 geopolitical zones of Nigeria. Data was analysed using the framework approach because it reflects the original accounts and observations of the end users and the Weft QDA version 1.0.1 software to validate the results. Findings revealed that end users were satisfied with uninterrupted antiretroviral drug supplies, courtesy treatment, volunteerism of support group members and quality counselling services. End users expect public health facilities to accept diagnostic results from collaborating facilities, implement continuous quality improvement (CQI), maintain clean and adequate health infrastructure, reduce end user waiting time, reduce stigma, comprehensively assess end users during each clinic visit and ensure uninterrupted ART services. They also expect effective collaboration between healthcare providers and support group members, to enhance the quality of life of people living with HIV (PLHIV). End users identified the following as quality gaps in ART service provision: weak health facility leadership, non-attractive ART service infrastructure, frequently interrupted laboratory services, demotivated and inadequate health care workers, long waiting time, interrupted medicine supplies and inadequate procedure for complaints management. In conclusion, the following recommendations were proffered: deploy and train additional health care workers, integrate ART into regular health services, improve supply chain management of health commodities, and reduce end user overload in clinics. Finally, a best practice guideline for the provision of end user focused ART service provision was developed. / Health Studies / D.Litt. et Phil. (Health Studies)

Made available in DSpace on 2016-04-26T20:19:51Z (GMT). No. of bitstreams: 1 Maria Ligia Satiro Aragao.pdf: 681911 bytes, checksum: 714c3586f1000cba2bcf17b70d6e924e (MD5) Previous issue date: 2010-10-26 / The present dissertation focuses on the concept of consumer, which is one of the elements in consumer relations, as well as the identification factor in the application of the Consumer s Protection Code. This work also intends to demonstrate in which extend the change in social facts influenced the construction of the legal concept of consumer. Within this new concept, consumers economic facet became the most important aspect in the economic relation. In this new conjuncture, the economic subject is no longer merely a part of the economic process, but assumed a new role as an autonomous subject. Besides that, the legal concept of consumer was inspired by the mentality which places the consumer in the center of the economic relation. The need of protection was then diagnosed by recognizing the current importance of the consumer. The value given by Law to the natural concept of consumer is also brought up, giving to the standard consumer the position of end user. In the construction of the thesis, several scientific works regarding the interpretation, meaning and extension of the standard concept of consumer were revisited, mainly when related to the term "end user". The subjects designated as consumers by the Consumers Protection Code are also going to be presented. Lastly, the jurisprudence of the some Brazilian Tribunals is succinctly analyzed. The purpose of this work is to demonstrate that, after twenty years of the Code s enforcement, a tendency has began, changing the standard meaning of consumer. Or, at least, it has started expanding the range of the concept in order to comply with its constitutional ground: the vulnerability of the group / O presente trabalho pesquisa o conceito de consumidor, um dos elementos da relação de consumo, critério de identificação do âmbito de aplicação do Código de Defesa do Consumidor. Demonstra que a construção do conceito jurídico foi influenciada por fatos sociais: o sujeito econômico passou a desempenhar importante papel, deixou de ser parte do processo econômico para torna-se sujeito autônomo; além disso, que foi inspirada pela valoração a respeito da centralidade desse sujeito e a indispensabilidade de proteção. Enuncia o cunho determinado conferido pelo Direito à expressão natural, passando o consumidor padrão a ser o destinatário final do produto ou serviço. Propõe a revisitação dos diversos pronunciamentos científicos a respeito da interpretação a ser dada ao conceito padrão, a determinação do sentido e do alcance dele, em especial considerada a expressão destinatário final . Apresenta os conceitos equiparados adotados pelo Código de Defesa do Consumidor. E, por fim, de forma sucinta, registra a interpretação dada por precedentes de alguns Tribunais. Objetivo é demonstrar que, pela interação de fatos e valores, passados vinte anos da vigência do Código de Defesa do Consumidor, existe inclinação à alteração do sentido e do alcance do conceito padrão, ou, ao menos, à indicação de novo caminho para a aplicação, com interpretação da destinação final à luz do fundamento constitucional para a proteção do consumidor: a vulnerabilidade

During our education to become lighting designers at Jönköping University, the artificial lighting has been in focus. Therefore we wanted to learn more about daylight. We chose to do this from a visual approach in open plan offices. Since daylight is part of the architects´ responsibility to master, we wanted to examine what architects think of when they plan daylight environments in open plan offices and how this is expressed in the buildings with focus on the visual factors. Our questions at issue are: What knowledge do architects have concerning daylight planning, and how do they use this knowledge in their practice? How well do the chosen daylight environments meet the end-users need of a good visual environment? The study consists of three case studies, carried out in the same way. Each case study contains an analysis of the daylight environment in a modern building with open plan offices. A responsible architect was interviewed about the intensions for the building, and about his or her general thoughts about daylight. Three end-users were also interviewed about their experiences of their working environment and the daylight conditions in each building. In total three buildings were analysed, three architects and nine end-users were interviewed. The result shows that it is hard to tell what knowledge architects have about daylight, since it is a part of the overall design of the building. It is also very individual whether the architect displays an interest, and work with daylight issues in an active way. We can see differences in this matter between the interviewed architects. The analysed buildings also show varying results in the visual qualities. The results from our environment analyses are at most part confirmed by the end-users in each building. The problems we have found concerning the daylight environment are primarily the solar shadings and the layout of furnishing. Our conclusion is that architects could benefit from collaboration with lighting designers in daylight issues. This is because lighting designers have more knowledge about the visual conditions of the eye, and a more explicit focus on the end-user. To ensure a good collaboration the lighting designers also need to increase their knowledge about daylight in buildings, and about the building construction as a whole. / Under vår utbildning till ljusdesigners på Jönköpings Tekniska Högskola har fokus legat på det elektriska ljuset. Då vi ville lära oss mer om det minst lika viktiga dagsljuset, valde vi att undersöka detta ur ett visuellt perspektiv i kontorslandskap. Dagsljuset är arkitektens ansvar att behärska, varför vi ville undersöka vad arkitekter tänker på när de planerar dagsljusmiljöer i kontorslandskap, och hur detta yttrar sig i den färdiga byggnaden med fokus på de visuella faktorerna. Följande frågeställningar formulerades: Vilken kunskap har arkitekter om dagsljusplanering och hur använder de sig av denna kunskap i praktiken? Hur väl uppfyller utvalda dagsljusmiljöer brukarens behov av en god visuell miljö? Studien bygger på tre fallstudier utförda på samma sätt. Varje fallstudie innefattar en analys av dagsljusmiljön i en modern byggnad innehållande kontorslandskap. En ansvarig arkitekt intervjuades om intentionerna med respektive byggnad, samt om dennes tankar kring dagsljus i allmänhet. I respektive byggnad intervjuades även tre brukare om deras upplevelse av arbetsmiljön och dagsljuset. Totalt analyserades tre byggnader, och tre arkitekter samt nio brukare intervjuades. Resultatet visar att det är svårt att uttala sig om arkitekters kunskap om dagsljus, då det ingår som en del i gestaltningen av hela byggnaden. Det är även väldigt individuellt huruvida arkitekten intresserar sig för och aktivt arbetar med dagsljusfrågor. Vi ser stora skillnader i det avseendet hos de arkitekter vi intervjuade. De analyserade byggnaderna visar även skiftande resultat i dagsljusmiljöns visuella kvaliteter. Resultatet av våra miljöanalyser bekräftas till stor del av brukarna i respektive byggnad. Problemområden för den visuella dagsljusmiljön som vi fann, är i första hand solavskärmningar samt möblering i rummet. Vår slutsats är att arkitekter kan ha nytta av att samarbeta med ljusdesigners i dagsljusfrågor då ljusdesigners har en större kunskap om ögats visuella förutsättningar och ett tydligare brukarperspektiv. För att ett gott samarbete ska kunna upprättas krävs samtidigt att ljusdesigners ökar sin kunskap om dagsljus i byggnader, och om byggnaders konstruktion som helhet.

<p>During our education to become lighting designers at Jönköping University, the artificial lighting has been in focus. Therefore we wanted to learn more about daylight. We chose to do this from a visual approach in open plan offices. Since daylight is part of the architects´ responsibility to master, we wanted to examine what architects think of when they plan daylight environments in open plan offices and how this is expressed in the buildings with focus on the visual factors.</p><p>Our questions at issue are:</p><ol><li>What knowledge do architects have concerning daylight planning, and how do they use this knowledge in their practice?</li><li>How well do the chosen daylight environments meet the end-users need of a good visual environment? </li></ol><p>The study consists of three case studies, carried out in the same way. Each case study contains an analysis of the daylight environment in a modern building with open plan offices. A responsible architect was interviewed about the intensions for the building, and about his or her general thoughts about daylight. Three end-users were also interviewed about their experiences of their working environment and the daylight conditions in each building. In total three buildings were analysed, three architects and nine end-users were interviewed.</p><p>The result shows that it is hard to tell what knowledge architects have about daylight, since it is a part of the overall design of the building. It is also very individual whether the architect displays an interest, and work with daylight issues in an active way. We can see differences in this matter between the interviewed architects.</p><p>The analysed buildings also show varying results in the visual qualities. The results from our environment analyses are at most part confirmed by the end-users in each building. The problems we have found concerning the daylight environment are primarily the solar shadings and the layout of furnishing.</p><p>Our conclusion is that architects could benefit from collaboration with lighting designers in daylight issues. This is because lighting designers have more knowledge about the visual conditions of the eye, and a more explicit focus on the end-user. To ensure a good collaboration the lighting designers also need to increase their knowledge about daylight in buildings, and about the building construction as a whole.</p> / <p>Under vår utbildning till ljusdesigners på Jönköpings Tekniska Högskola har fokus legat på det elektriska ljuset. Då vi ville lära oss mer om det minst lika viktiga dagsljuset, valde vi att undersöka detta ur ett visuellt perspektiv i kontorslandskap. Dagsljuset är arkitektens ansvar att behärska, varför vi ville undersöka vad arkitekter tänker på när de planerar dagsljusmiljöer i kontorslandskap, och hur detta yttrar sig i den färdiga byggnaden med fokus på de visuella faktorerna.</p><p>Följande frågeställningar formulerades:</p><ol><li>Vilken kunskap har arkitekter om dagsljusplanering och hur använder de sig av denna kunskap i praktiken?</li><li>Hur väl uppfyller utvalda dagsljusmiljöer brukarens behov av en god visuell miljö?</li></ol><p>Studien bygger på tre fallstudier utförda på samma sätt. Varje fallstudie innefattar en analys av dagsljusmiljön i en modern byggnad innehållande kontorslandskap. En ansvarig arkitekt intervjuades om intentionerna med respektive byggnad, samt om dennes tankar kring dagsljus i allmänhet. I respektive byggnad intervjuades även tre brukare om deras upplevelse av arbetsmiljön och dagsljuset. Totalt analyserades tre byggnader, och tre arkitekter samt nio brukare intervjuades.</p><p>Resultatet visar att det är svårt att uttala sig om arkitekters kunskap om dagsljus, då det ingår som en del i gestaltningen av hela byggnaden. Det är även väldigt individuellt huruvida arkitekten intresserar sig för och aktivt arbetar med dagsljusfrågor. Vi ser stora skillnader i det avseendet hos de arkitekter vi intervjuade.</p><p>De analyserade byggnaderna visar även skiftande resultat i dagsljusmiljöns visuella kvaliteter. Resultatet av våra miljöanalyser bekräftas till stor del av brukarna i respektive byggnad. Problemområden för den visuella dagsljusmiljön som vi fann, är i första hand solavskärmningar samt möblering i rummet.</p><p>Vår slutsats är att arkitekter kan ha nytta av att samarbeta med ljusdesigners i dagsljusfrågor då ljusdesigners har en större kunskap om ögats visuella förutsättningar och ett tydligare brukarperspektiv. För att ett gott samarbete ska kunna upprättas krävs samtidigt att ljusdesigners ökar sin kunskap om dagsljus i byggnader, och om byggnaders konstruktion som helhet.</p>

This Master thesis presents a study of computer equipment support services providing company’s business processes, specifics of the ongoing communication between end-users and supporting engineers-consultants and presents review of some information systems designed to automate certain technical support activities. Core aim of this study is to alleviate the daily work of above mentioned consultants when supporting end-users to locate and resolve issues in owned computer equipment. This paper outlines requirements set for software which could be capable to support business processes of a company operating in a computer equipment maintenance industry, describes specially designed technical support system’s architecture as well as its programming and testing results. The presented prototype of an information system might be treated as new step in computer equipment support services enhancement. This prototype might serve as a core for knowledge management system development; it is suitable for use in businesses which are other than the IT equipment support business.

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No. of bitstreams: 1 Souza, Danillo Teixeira.pdf: 2113134 bytes, checksum: 131158397c3a594f5836171e36fedab0 (MD5) / Esta pesquisa tem como tema a avaliação ex post (ou pós-implementação) do Projeto Novo Siafi com base na satisfação dos usuários finais do sistema de informação desenvolvido por este projeto – o Novo Siafi, como vem sendo chamado –, buscando inserir tal avaliação no âmbito dos processos de Gerenciamento de Stakeholders (ou Gerenciamento das Partes Interessadas), matéria estabelecida pela quinta edição do guia Project Management Body of Knowledge (PMBOK), publicada em 2013, como uma das áreas de conhecimento de Gerenciamento de Projetos (GP). O GP, embora não se restrinja à Tecnologia da Informação (TI), é uma das áreas de atuação mais importantes da governança deste setor e, dentro do campo de conhecimentos associados à área, o Gerenciamento de Stakeholders tem sido considerado, atualmente, como uma das suas atividades mais importantes. O Projeto Novo Siafi, gerenciado pela Secretaria do Tesouro Nacional (STN) mediante contratação da empresa pública Serviço Federal de Processamento de Dados (Serpro), visa a reconstrução de maneira gradual, em uma nova plataforma tecnológica, do Siafi Operacional – sistema estruturante desenvolvido pelo Governo Federal brasileiro, implantado em 1987, e que já fora adotado, inclusive, por outros países do mundo. Para empreender a avaliação ex post aqui pretendida, realizou-se uma pesquisa de levantamento ou survey dividida em duas etapas: a primeira para avaliar a satisfação dos usuários finais – com a aplicação de um instrumento disponível na literatura – e a segunda, como etapa complementar, com o intuito de verificar a percepção dos usuários finais quanto ao seu envolvimento no desenvolvimento do novo sistema. Os resultados permitiram concluir que, de maneira geral, os usuários, em relação ao sistema, se sentem indiferentes – considerando as duas metodologias adotadas para cálculo da satisfação: análise fatorial e média das respostas –, além de perceberem que não foram envolvidos no seu processo de desenvolvimento. No entanto, como constatado junto a gestor da STN que participou da pesquisa, houve, de fato, o envolvimento dos usuários na construção do Novo Siafi, que ocorreu diretamente, na fase de homologação do sistema e indiretamente, por meio das pesquisas de satisfação sobre o Siafi Operacional, que foram realizadas no período de 1993 a 2009, gerando, como consequência, a implementação de diversas melhorias naquele sistema, que vieram a ser utilizadas para a construção da nova plataforma tecnológica. A presente pesquisa apontou ainda pontos positivos e negativos na visão dos usuários do sistema, evidenciando oportunidades de melhoria. Assim, conclui-se que o feedback dos usuários, que nessa pesquisa fora colhido com auxílio dos dois questionários aplicados, pode ser adotado na efetivação dos processos de Gerenciamento de Stakeholders do Projeto Novo Siafi, por meio do diálogo contínuo entre as partes interessadas, de modo a contribuir para a melhoria do projeto. / This research has as subject the ex post (or post-implementation) evaluation of the Novo Siafi Project based on the satisfaction of end users of the information system developed by this project – the Novo Siafi, as it is currently named – seeking to insert this assessment in the scope of the processes related to Project Stakeholder Management, a field established by the fifth edition of the Project Management Body of Knowledge Guide (PMBOK), published in 2013, as one of the knowledge areas of Project Management (PM). PM, although not restricted to Information Technology (IT), is one of the most important areas of governance in this sector and, within the field of knowledge associated with the area, Project Stakeholder Management has been considered, nowadays, as one of its most important activities. The Novo Siafi Project, managed by Secretaria do Tesouro Nacional (STN) through the hiring of the public company Serviço Federal de Processamento de Dados (Serpro), aims to rebuild gradually, in a new technology platform, the Siafi Operacional – a structuring system developed by Brazilian Federal Government, implanted in 1987, and that has already been adopted by other countries. To undertake the ex post evaluation here intended, a divided survey was conducted in two stages: the first to assess the satisfaction of end users – through the application of an instrument available in the literature – and the second, as a stage further, in order to verify the perception of end users and their involvement in the development of the new system. The results showed that, in general, users feel indifferent with regard the system – considering the results of the both methodologies adopted to calculate the average satisfaction level: the factor analysis and the average responses – as well as they realize that they were not involved in the system development process. However, as answered by a STN manager who participate in this research, there was, in fact, the users involvement in Novo Siafi development, which occurred directly in the system homologation phase, and indirectly, through satisfaction surveys about Siafi Operacional, which were carried out in the 1993-2009 period, bringing, as a result, the implementation of several improvements in this system, which were used for the construction of the new technological platform. This research also pointed out strengths and weaknesses of the system in the view of its users, showing improvement opportunities. Thus, one can conclude that the feedback from users, which in this study was collected with the help of both applied questionnaires, can be adopted in the execution of the Project Stakeholder Management processes of the Novo Siafi Project, through continuous dialogue between stakeholders, in order to contribute to promote improvements in the project.

There is a large number of information security awareness programs (iSAP) found in the literature with multiple approaches. Considering that the number of security breaches performed by insiders is as high as 48%, the effectiveness of such programs is questionable. This leaves a considerable space for external, but also internal criminals, to perform and succeed in their attacks, something that can cause heavy losses (both economical and less tangible as reputation) to organizations. This thesis decided to study some of those iSAP to see their strengths and weaknesses. After studying the approaches in focus for this thesis, and following an inductive research method, a new model to develop iSAP from a holistic point of view was presented. The solution has been aligned with subject matter experts (SME) at “Company X” and with end-users external to that company. The model is now ready to be studied empirically in organizations to evaluate its effectiveness.

In recent years, many PC and console video games have seen a shift towards live service models as a means of generating recurring revenue through in-game purchases called microtransactions. Microtransactions have been linked to the concept of dark patterns—design patterns that favour the service at the expense of the end user—due to their possible negative impact on the user experience. One widespread yet poorly studied microtransaction is the battle pass, particularly from a player perspective. In order to investigate playerattitudes to dark patterns found in battle passes, we conducted two studies, by looking at battle passes found in 19 games, and by carrying out a series of discussion workshops, to identify dark pattern commonalities in battle passes, and to find out how players perceive and experience dark patterns in battle passes, respectively. Data was analysed by means of reflexive thematic analysis in both studies. The results show that battle passes attempt to drive increased player engagement and spending in a number of ways, and further that players have complex—and often contradictory—relationships to battle passes.

Magister Legum - LLM (Public Law and Jurisprudence) / Electricity supply can be classified into three stages namely: generation, transmission and distribution, with the functions of generation and transmission being carried out by Eskom. In 2001, Eskom was converted from a statutory body into a public company having a share capital with its entire share capital held by the State. It is a major public entity and therefore an Organ of State and albeit that Eskom is classified as a public company, it is still a State-owned Enterprise. Municipalities purchase electricity from Eskom in bulk in order to carry out the distribution function and manage bulk supply of electricity to end-users in terms of the Local Government: Municipal Structures Act 117 of 1998 (Structures Act). Municipalities re-sell electricity purchased from Eskom to end-users as well as provide free basic electricity to indigent consumers.

This thesis is focused on the analysis of competition between companies which are targeted on the rendition of services and selling goods for a telecommunication company (operator) called Telefónica O2 Czech Republic, a. s. Principal aim of this thesis was to establish the contemporary level of competitive strength of the chosen company, and propose how to improve it. In order for an objective examination, the wishes and needs of the customers were noted during questioning. According to the answers, the most important for end users is level of servicing and competence of shop assistants. The most important proposals for improvement are a greater knowledge of shop assistants in their field of expertise, reinforcement of service publicity, more visible use of the company{\crq}s logo and to safeguard the topicality of web pages.